Administration & Customer Support Coordinator

Virtual Staff 365; United States; Teletrabalho; USD 38 000 - 52 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

HMO

Annual leave

Christmas Bonus (pro-rata)

Permanent work-from-home

Resumo da oferta

Virtual Staff 365 is seeking an Administration & Customer Support Coordinator to handle customer enquiries, manage communications, and provide general operational support for an Australian retailer.

The role involves order management, quotes, returns, and CRM data upkeep, with a 38-hour week across a 7-day roster during Melbourne business hours, and a permanent work-from-home setup.

Qualificações

• 3 to 5 years of experience in customer service and administration.

Responsabilidades

• Handle customer enquiries and provide clear, courteous responses.

Conhecimentos

Customer service

Administration

Communication

Problem solving

Attention to detail

Formação académica

Certification in eCommerce

Certification in Customer Service Management

Ferramentas

Gorgias

Cloud phone system

ERP systems

E-commerce platforms

Microsoft Office

Descrição da oferta de emprego

Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They are dedicated to delivering high-quality products and excellent service to their customers across Australia.

They are now seeking to hire an Administration & Customer Support Coordinator to handle customer enquiries, manage communications, and provide general operational support. This role is vital for ensuring high customer satisfaction, maintaining cost control, and maximizing the effective use of internal business systems.

Job Responsibilities

Customer Support and Communication

• Answer inbound customer calls promptly and professionally while returning missed calls and voicemails within agreed timeframes

• Ensure customers receive accurate information regarding products, orders, deliveries, returns, exchanges, warranties, and after-sales support

• Manage sensitive customer complaints in a calm and professional manner and escalated complex matters to management when necessary

• Maintain clear and solutions-focused communication with customers, suppliers, logistics partners, and internal teams
  Administration and Order Management

• Prepare and process quotes, sales orders, returns, exchanges, and warranty enquiries in accordance with company procedures

• Assist with order updates, payment-related enquiries, and general retail administration

• Liaise with warehouse, sales, eCommerce, suppliers, and logistics partners to confirm order status

• Apply approved freight, replacement, refund, and credit decisions consistently while considering business costs
  System and Data Management

• Use approved business systems to track, update, and resolve customer requests

• Record order numbers, ticket classifications, and resolution types accurately to support returns and cost reporting

• Maintain accurate customer information and administrative records in compliance with privacy and record-keeping requirements

• Flag recurring customer contact reasons and trends that point to operational, product, or service issues

• 3 to 5 years of experience in customer service and administration

• Availability to work 38 hours per week across a 7-day roster during Melbourne business hours

• Strong product-learning capability and understanding of retail, inventory, delivery, and returns processes

• Commercial acumen with the ability to balance customer outcomes with policy, cost, and business objectives

• Excellent written and verbal communication skills with a natural grasp of conversational nuance

• Confidence in handling customer enquiries without relying on scripted responses
  Nice-to-Have Skills

• Certification in eCommerce, Customer Service Management, or an equivalent discipline

• Experience supporting an Australian or eCommerce business

• Experience with customer service systems such as Gorgias

• Experience using a cloud phone system in a customer service environment

• Competence in Microsoft Office, ERP systems, point-of-sale, and eCommerce platforms

• Permanent work-from-home set-up

• Dayshift (Australian business hours)

• Full-time job

• HMO

• Annual leave

• Christmas Bonus equivalent to 1 month’s wage (pro-rata)